With damp and mould complaints now representing half of all Housing Ombudsman cases and Awaab’s Law enforcement beginning in just months, social housing providers can no longer afford to wait for problems to appear. The era of reactive maintenance is over – here’s how to get ahead of changing legislation and improve outcomes for everyone.
Awaab’s Law is being introduced this year following the tragic death of two-year-old Awaab Ishak from prolonged mould exposure. The new Law will require social landlords across England to investigate and remedy damp and mould instances within strict statutory timeframes from 27th October 2025 – it is documented that there will be no grace period. Landlords must now provide written assessments and take decisive action to ensure properties are safe – making proactive maintenance not just good practice, but a legal necessity.
Regulator of Social Housing (RSH) gained new inspection powers in April 2024, implementing four-year mandatory inspection cycles for large providers (with 1,000 or more homes) alongside reactive inspections triggered by tenant referrals or performance concerns.
Environmental Health Officers retain independent inspection powers under the Housing Health and Safety Rating System (HHSRS), conducting risk assessments that can trigger improvement notices, prohibition orders, or emergency remedial action.
Important to note: The enforcement toolkit includes unlimited financial penalties following the removal of the previous £5,000 cap on the RSH fine.
A 2019 study found that 5.8 million UK renters had experienced damp or condensation issues, with 12.5% of affected renters (approximately 2 million) believing these conditions had caused them to develop illness. This human cost is reflected in reported NHS figures; each year, the NHS spends an estimated £1.4 billion on treating illnesses associated with living in cold or damp housing.
As mentioned, Housing Ombudsman complaints have surged to represent 50% of all current casework, and it’s clear that the severity of cases is intensifying. Severe maladministration findings jumped from 131 cases to 856 cases in 2023-24, with 88% involving landlords managing over 10,000 homes. The compensation awarded reached £4.9 million in 2023-24, a massive increase from the £123,094 awarded across 222 cases in the original 2021 Spotlight report period.
The evidence is clear: preventing problems is more effective than fixing them after they occur. We’ve seen first-hand that buildings with a focus on prevention see:
One housing association we work with analysed nearly 1,000 resident reports of leaks, dampness, and mould over 21 months. They discovered that residents who needed help the most were the least likely to ask for it – it’s these findings that have transformed the way they work, for the better.
By signing off on our proactive maintenance approach, we’re now contracted to access, assess and remediate properties that would have been missed under the old system. Problems are now caught before affecting residents, costs have reduced and satisfaction is improved.
We have developed a 6-step proactive maintenance framework to ensure compliance and meet the growing challenge of damp and mould.
Start by looking at your records. Which properties have had problems? What types of buildings are most at risk? Who's reporting issues, and who isn't? One housing provider discovered that often, the most vulnerable residents in properties needing urgent attention were less likely to report problems. Another reason that pro-active maintenance can help to support the most vulnerable.
Install sensors to track humidity, temperature, and moisture. This will equip you with real-time information, allowing you to act before problems become apparent. Equally, if you are maintaining a property, incorporate damp and mould checks into your regular work, provided access to the property is already granted. This is especially important for properties with mechanical ventilation systems, where a breakdown can quickly lead to moisture problems.
Set up a yearly plan that includes: - Regular inspections - Replacing or repairing vents before they fail - Follow-up checks - Ongoing communication with residents in higher-risk properties Don't just wait for heating and ventilation systems to break down. Check them regularly and consult a professional for guidance on the optimal maintenance schedule.
Look for potential problems before they start. Use thermal imaging to spot cold spots, inspect the building envelope, and identify areas with poor insulation or ventilation.
Help to educate residents about proper ventilation, heating, and early warning signs of damp and mould. When people know what to look for and what to do, they become part of the solution and feel less powerless in their circumstances. Ensure communication surrounding work is clear, accessible, and inclusive. When residents know when work will happen, they're more likely to cooperate and less likely to worry.
When Awaab's Law takes effect in October 2025, maintaining accurate records will no longer be optional. Social landlords will need to prove they've met the Law's tight deadlines for investigating and fixing damp and mould problems. You'll need to keep: Incident Records: Document every damp and mould report with timestamps, resident details, and initial risk assessment. Record all communication attempts. Investigation Evidence: Maintain photographic evidence before, during, and after investigations. Ensure that all documentation is produced within the new time limits, regardless of whether the issues constitute an emergency (requiring a 24-hour response) or a significant hazard (requiring 10 working days). Written Assessments: Provide residents with written summaries within three working days of completing the investigation. These summaries should include findings, required actions, timeframes, and clear reasoning if it is decided that no action is necessary. Clearly record safety work timelines and, if any preventative measures are needed, document them accordingly. Progress Tracking: Log all work progress with regular updates to residents, ensuring completion is communicated clearly. Alongside these records, document any delays with revised timelines and clear explanations. Record safety information provided to residents remaining in affected properties. Communication Logs: Maintain records of all resident correspondence, including instances where language barriers were addressed, alternative communication methods employed, and any support provided to vulnerable tenants. Compliance Evidence: Maintain audit trails showing adherence to legal timeframes, alternative accommodation arrangements where required, and completion certificates for all remediation work.
When done right, proactive maintenance delivers real results:
Proactive maintenance is about creating a fairer, more efficient system that works better for everyone, especially those who need help most.
Proactive maintenance can fundamentally change how your facilities management works. Instead of reacting to problems, successful organisations invest in preventing them.
This protects buildings, keeps tenants healthy, and protects reputations. Proactive maintenance extends the lifespan of assets, enhances efficiency, and lowers costs by addressing issues before they escalate into major problems.
So the question isn’t whether to switch to proactive maintenance; it’s how quickly you can! With the right systems, processes, and commitment, you can transform damp and mould from a constant headache into something manageable and preventable.
